Help Desk Associate

RP Professional Services is a rapidly growing Technology consulting firm headquartered in Virginia. We’re an 8a and Service-Disabled Veteran-Owned Small Business (SDVOSB) serving both federal and commercial customers. At RP, we help our clients achieve their mission by developing value driven, customized solutions that are executed by the best people. Our dedication to our employees and clients is driven by our promise to deliver Excellence, Value, and Flexibility. "People, not just Resources" is more than our motto; it's the foundation on which we are built!

RP is seeking a Help Desk Associate to support the Department of Veterans Affairs (VA). This role is ideal for a customer-focused professional who can efficiently resolve technical issues while delivering exceptional service. The Help Desk Associate will provide frontline support to end-users, troubleshoot IT-related issues, and ensure users have access to the tools and systems they need to succeed.

This position is contingent upon the contract being awarded to RP Professional Services.

Responsibilities:

• Provide first-line support for technical issues, resolving or escalating as needed.
• Respond to help desk tickets, emails, and phone inquiries in a timely and professional manner.
• Assist users with hardware, software, and network troubleshooting.
• Guide users through basic troubleshooting steps and provide clear instructions to resolve common IT problems.
• Document incidents, solutions, and resolutions accurately in the ticketing system.
• Maintain accurate records of all help desk inquiries, documenting the problem description, resolution steps, and final status.
• Track and monitor all reported issues through resolution, providing timely updates to users.
• Assist in establishing, modifying, or disabling user accounts in alignment with security policies.
• Contribute to the development and maintenance of a Help Desk Guide, ensuring FAQs and common issue resolutions are regularly updated.
• Provide proactive updates to users on the status of their inquiries and participate in customer satisfaction initiatives.
• Collaborate with IT teams to escalate complex issues and track progress to resolution.
• Support onboarding activities by setting up new user accounts, configuring workstations, and installing required software.

Requirements

Required Qualifications:

• High school diploma or equivalent; additional technical certifications preferred.
• Minimum of 1 year of experience in a customer service or IT support role.
• Strong troubleshooting skills with the ability to resolve common hardware and software issues.
• Experience using ticketing systems such as ServiceNow, Jira, or other similar platforms for tracking and reporting.
• Excellent communication skills and ability to provide clear instructions to non-technical users.
• Must be eligible to undergo and pass a Public Trust clearance.

Preferred Qualifications:

• Experience supporting government or healthcare IT environments preferably the Department of Veterans Affairs.
• Certifications such as CompTIA A+, CompTIA Security+, or ITIL Foundation.
• Experience providing structured feedback to improve user guides, FAQs, and troubleshooting documentation.

Benefits

• Health Benefits: Medical, Vision, Dental
• Up to 4% retirement match with 100% vesting
• Company paid STD and LTD
• Company paid basic life insurance
• Competitive PTO package

RP Professional Services, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.